Confusion surrounds opening of COVID testing site at Crossgates

GUILDERLAND – A new COVID testing site at Crossgates Mall opened its doors on Tuesday. However, there was confusion on what time the site opened.

Several people say they arrived at 9 a.m. to get tested at the old Ruby Tuesday in Crossgates, but NewsChannel 13 was told by testing staff that they don’t open to the public until noon.

According to the New York state website, it said hours of operation for the new mall location is Monday to Saturday 9 a.m. to 7 p.m., except the first day it’s open – Tuesday, January 4, when the hours are noon to 7 p.m.

People who came to the testing site around 9 a.m. say they are frustrated at this point.

"Now, I either have to wait here for two hours or drive home and come back, and hopefully I can come in," said Skyla Lechel, a college student who needs a negative test result to head back to school.

As the day went on, the line grew. By the afternoon, there were at least 100 people waiting.

This testing site is run by Well Health, a COVID testing company based out of Texas.

This is the second contract they have with New York state, but it’s the first time Well Health has a team who’s come out to New York to help assist with testing.

Well Health currently has six testing locations across the state and is only doing rapid antigen tests. Those results come back within 15 to 20 minutes.

There was another problem on the first day of the new Crossgates testing location. It had to do with the website to set up testing appointments. It’s called gogettested.com.

People were told at the testing location to make appointments on the website if they hadn’t already.

What a lot of people did not know is that you need to use the location code, "walkin" when you’re trying to schedule one.

When NewsChannel 13 crews were out there, staff was not giving out that information to every person who is trying to get a test.

That’s the only way for Crossgates to pop-up as a testing site option on the website. Many people were frustrated by this ordeal, but an understanding of the situation.

"I know it’s their first day. It’s understandable. I know it’s a lot of confusion and chaos with COVID right now," Kevin Brosnan said, who was trying to get tested. "We tried to get tested in a bunch of different spots, and they’re not even available for at least a week, week, and a half. I’m just happy to hopefully get a test today."

Several people, and even an employee who works at the testing site, said that the website was down at one point.

NewsChannel 13 also reached out to Well Health. They said the website is hosted by Go Get Tested, a software solution that provides test results.

Well Health said they are receiving appointments with no issue. Any walk-ins will still have to register through the go get tested website.